Customer Service Coordinator

Job Description

FoliXx Hospitality, founded in 2018, delivers a modern and sophisticated entertainment experience. With operations spanning a Quick Service Restaurant (QSR), a Fine Dining Lounge, and a vibrant Nightclub, we specialize in themed nightlife events, live performances, top-tier dining, and memorable special occasions. As a dynamic and fast-growing hospitality group, we are committed to delivering excellence in every guest interaction.

Job Title

Customer Service Coordinator

Job Location

Ikate, Lekki – Lagos

Employment Type

Full-time

Job Summary

The Customer Service Coordinator oversees a team of front-line agents, hostesses, and service staff to ensure every customer encounter is handled with care, speed, and professionalism. This role serves as the first point of escalation for guest issues and plays a critical part in upholding brand standards and driving customer satisfaction across all service points.

Key Responsibilities

• Supervise day-to-day operations of customer care and front-facing teams
• Resolve customer complaints, inquiries, and requests swiftly and professionally
• Monitor and document recurring customer feedback and escalate for resolution
• Train and mentor staff on customer service etiquette, grooming, and communication
• Conduct service flow checks across guest touchpoints: entry, seating, service, billing
• Enforce grooming standards, dress codes, and hospitality culture among service staff
• Lead pre-shift briefings and post-shift debriefs to align service goals
• Liaise with kitchen, bar, floor, and security teams for seamless guest experience
• Personally handle escalated or VIP/client issues and ensure a satisfactory outcome
• Oversee reservation system, guest list, and appointment management
• Generate weekly reports on customer feedback, incidents, and improvement suggestions

Requirements

• Minimum of HND or Bachelor’s Degree in Hospitality, Business Administration, or a related field
• 2–4 years of customer service experience in hospitality, retail, or food service
• At least 1 year in a supervisory or team lead role
• Must be flexible to work weekends, evenings, and holidays
• Familiarity with customer service reporting tools and metrics is an advantage
• Fluent English required; local language skills are a bonus

Required Skills & Competencies

• Strong leadership and coordination skills
• Excellent communication and interpersonal abilities
• High emotional intelligence and problem-solving attitude
• Attention to detail and ability to manage multiple priorities
• Tech-savvy, with experience using POS, reservation, or CRM systems
• Polished, professional demeanor and appearance

Salary

₦200,000 – ₦300,000 / Month